Program Manager

Job Title: Program Manager

Job Summary:

We are seeking a highly experienced and results-driven Enterprise Program Manager to lead a large-scale transformation program focused on our Contact Center Solutions. The ideal candidate will possess a proven track record of successfully managing complex, multi-workstream programs at an enterprise level. You will be responsible for driving strategic initiatives, ensuring stakeholder alignment, and delivering exceptional results. While experience with Contact Center as a Service (CCaaS) platforms is highly valued, we are primarily seeking a seasoned program manager with a strong ability to manage complex programs, vendor evaluations, and system integrator (SI) selections.

Responsibilities:

• Program Leadership: Lead and manage the overall program lifecycle, from initiation through execution and closure, ensuring adherence to timelines, budgets, and quality standards.
• Stakeholder Management: Build and maintain strong relationships with executive stakeholders, cross-functional teams, and external vendors.
• Steering Committee Management: Plan, organize, and lead Steering Committee meetings, providing clear and concise updates on program progress and risks.
• Executive Communications: Develop and deliver compelling presentations and reports for executive audiences, effectively communicating program status and strategic insights.
• Risk and Issue Management: Oversee the comprehensive RAID (Risks, Assumptions, Issues, and Dependencies) log, proactively identifying and mitigating potential roadblocks.
• Vendor and SI Selection: Lead the vendor evaluation and system integrator (SI) selection process, ensuring the selection of partners that align with our strategic objectives.
• Contact Center Transformation: Oversee the transformation of our Contact Center Solutions, driving improvements in efficiency, customer experience, and operational effectiveness.
• Cross-Functional Collaboration: Foster a collaborative and high-performing team environment, working effectively across organizational boundaries to achieve program goals.
• Analytical and Problem-Solving: Utilize strong analytical skills to identify and resolve complex program challenges, ensuring successful outcomes.
• Communication and Presentation: Demonstrate exceptional communication, presentation, and organizational skills, effectively conveying information to diverse audiences.

Qualifications:

• Bachelor's degree in Business Administration, Information Technology, or a related field; Master's degree preferred.
• Minimum of 8+ years of experience in program management, with a focus on large-scale, enterprise-level transformation programs.
• Proven track record of successfully managing multi-workstream programs with significant complexity.
• Strong experience in leading Steering Committee meetings and delivering executive-level presentations.
• Expertise in risk and issue management, including the development and maintenance of RAID logs.
• Experience in vendor evaluation and system integrator (SI) selection processes.
• Strong leadership, communication, and interpersonal skills.
• Excellent analytical and problem-solving abilities.
• Experience with Contact Center Solutions preferred.
• Experience with CCaaS platforms highly desirable.